AccountId: 011433970860
ContactId: 5faaf656-c85b-47ba-86e6-0cd2b89c74a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139880 ms
Total Talk Time (AGENT): 55349 ms
Total Talk Time (CUSTOMER): 58570 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5faaf656-c85b-47ba-86e6-0cd2b89c74a2_20250114T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling BTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Who's this?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII] from Mount Sina Hospital. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good good [PII]. I'm calling because I have a patient that is admitted to the hospital and we need to know the benefits with you.
[AGENT][NEUTRAL] OK, OK, and what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And you gave me that.
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm no it's OK.
[CUSTOMER][NEUTRAL] It's 137.
[CUSTOMER][NEUTRAL] 5620.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so the policy number I have is 1,375,620?
[CUSTOMER][NEUTRAL] Yes, ML 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Spell the first name.
[CUSTOMER][NEUTRAL] The last name is, I mean, the last name is [PII]
[AGENT][NEUTRAL] Just the first name spell the first name.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said that this is for eligibility and inpatient benefits?
[CUSTOMER][POSITIVE] Inpatient benefit, yes.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII]. Um, this policy is no longer active as of [PII], and I don't show active coverage for this family at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, tell me again, you, what is in each other of your last name?
[AGENT][NEUTRAL] [PII] and you'll use my name and today's status reference for today's call, uh, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] No thank you so much have a wonderful day thank you bye bye bye bye mhm bye.
[AGENT][POSITIVE] Oh, you're, you're welcome. Thanks for calling APL. Have a good day.